You're currently on: Home / Happy Cow Frequently Asked Questions Frequently Asked Questions       USING THIS WEBSITE Where Can I See Color Swatches? Will I Receive The Exact Color Pictured? How Do I Know If The Item Will Fit Me/Where are the sizes? Is There A Happy Cow Stockists Near Me?       SHIPPING How Long Does Shipping Take? What Countries Does Happy Cow Ship Too? How Much Is Shipping? Are There Any Other Customs Charges Or Taxes Payable? What shipping method do you use?       YOUR ORDER, TRACKING & PAYMENT What Do You Do With The Information You Collect? When I Try To Trace My Order It Says "Origin Post Is Preparing Shipment", What Does This Mean? Why Is The Amount Paid On My Invoice Different From The Amount On My Bank Statement? Where Can I View My Order? Can I Track My Order? Why Doesn't My Tracking Number Work? Why Is My Payment Continuously Rejected? Why Haven't I Received Any Emails From You Guys Since Placing My Order?       AFTER SALE SERVICE What Is Happy Cows Policy For Return & Exchange? Do You Offer Repairs? How Do I Go about Making A Return?       OTHER QUESTIONS How Do I Ask A Question That Is Not Listed? Where Can I Read The Terms And Conditions Of Purchase? Does Happy Cow Offer Wholesale Prices? How Does The Refer A Friend Program Work? How Can I Provide Feedback/Testimonial? How Long Does Shipping Take? The shipping times provided below are given as estimates only. Many factors involved can cause your order to take a longer or shorter amount of time to be delivered. Shipping within Australia usually takes 2 - 4 Business Days Shipping to United States & Canada usually takes 5 - 7 Business Days Shipping to Asia usually takes 4 - 6 Business Days Shipping to Europe & Middle East usually takes 6 - 10 Business Days What Countries Does Happy Cow Ship Too? Happy Cow ships worldwide, to any country however, some orders will be investigated prior to shipping in order to prevent fraud. IP addresses are logged for all orders placed. Your Order is sent with a unique tracking number at no extra cost. However some countries do not offer tracking for international parcels. Check with your domestic postal service to see whether they support tracking of international packages. How Much Does Shipping Cost? Exact shipping costs (and options) to your desired location can be found on the left hand column of the first page of the checkout process. Note: In order for the tool to work, you must have items in your shopping cart. It is a good idea to have your desired products in your shopping cart as shipping prices vary depending on what items are being purchased. Are There Any Other Customs or Taxes Payable? Happy Cow ships to many different countries and thus we cannot be aware of the customs charges or duty applicable in each country. Any charges incurred once your purchase has left Australia are your responsibility. Happy Cow recommends investigating what (if any) custom charges are applicable to your purchase, prior to placing your order. Listing a business as your shipping address does make it more likely that you will incur customs fees and charges. Unfortunately we cannot list your purchase as a 'gift' as this is misleading and illegal. As far as we know, there are no customs charges for items sent from Australia to the United States and Canada. What shipping method do you use? Orders placed with regular shipping selected are sent using the postal service (thus will be delivered by your country's postal service; USPS, royal postage, etc). Orders placed with express shipping selected are sent using EMS. What Do You Do With The Information You Collect? We collect personally identifiable information, like names, postal addresses, email addresses, etc., when voluntarily submitted by our visitors. The information you provide is used to fulfill you specific request. By providing information to Happy Cow we assume you are interested in offerings from Happy Cow, thus your email address may automatically be added to our mailing list. You are free to unsubscribe from the mailing list at anytime. The Site may use cookie and tracking technology depending on the features offered. Cookie and tracking technology are useful for gathering information such as browser type and operating system, tracking the number of visitors to the Site, and understanding how visitors use the Site. Cookies can also help customize the Site for visitors. Personal information cannot be collected via cookies and other tracking technology, however, if you previously provided personally identifiable information, cookies may be tied to such information. Aggregate cookie and tracking information may be shared with third parties. We may share information with governmental agencies or other companies assisting us in fraud prevention or investigation. We may do so when: (1) permitted or required by law; or, (2) trying to protect against or prevent actual or potential fraud or unauthorized transactions; or, (3) investigating fraud which has already taken place. he information is not provided to these (or any) companies for marketing purposes. When making a purchase through Happy Cow, your IP address is stored in case of fraud. Your personally identifiable information is kept secure. Only authorized employees, agents and contractors (who have agreed to keep information secure and confidential) have access to this information. All emails and newsletters from this site allow you to opt out of further mailings. Happy Cow uses 128bit security to ensure your security is not compromised. What Is Happy Cows Policy For Return & Exchange? 1) Faulty Items: An item is considered to be faulty if it has a manufacturing defect (ie: faulty zip, significant tear in the leather or non-usable button studs). An item which is damaged as a result of wear and tear is not considered to be faulty. We reserve the right to determine what is and is not considered faulty. If your item is determined to be faulty we will bear the costs in having it returned to us and sending you out a replacement item. The faulty item must be returned via standard air mail (within 30 days from date of payment) in order to qualify. If we make a mistake with your order we will, of course, bear all additional costs involved in ensuring the correct item reaches you. 2) No-Hassle Returns: If you would like to exchange your item and it is not faulty (according to our definition), you will need to send the item back to our warehouse in Australia at your expense. We recommend purchasing insurance/registering the item, we cannot take responsibility for items which are lost. 3) Free Exchanges: We will bear all the costs involved in shipping your replacement item to you if you live within Australia. For international buyers we will only charge you a $10 reshipping fee (including packing and handling - actual cost is $20) to send out the replacement item. This is necessary as we do not build the cost of returns into our sale price as many other online stores do. The item must be returned in original condition and packaging (within 30 days from time of payment) for an exchange or store credit to be granted. You may return your unwanted item up to 60 days after purchase for a store credit up to the value of the item purchased, if the item is returned in original condition. 4) Refunds: We are happy to provide a refund if you change your mind. Refunds requested prior to your item being shipped will be granted in full. Refunds requested after your item has been shipped (usually 24 hours) will be granted less shipping and handling once the item is returned to us (in original condition and packaging) within 30 days from time of payment. No refunds are provided after 30 days. You will receive email confirmation from our merchant gateway (E-way) once your refund has been processed. Some international banks can take a number of weeks to release the funds back onto your credit card. How Do I Go About Making A Return? In order to ensure fast processing of returns all returns must be authorised. This applies to returns for refund, exchange and store credit. You can receive your authorisation number by emailing support@happycow.com.au and providing a short explanation as to why you need to make a return. Once the authorisation number has been sent to you, download the returns form and send it along with your returned goods to the address provided on the bottom of the form. We will contact you as soon as we receive your returned item(s). Where Can I See Color Swatches? To see the name of each color go to the page for the product you are interested in. Then hover your mouse over the appropriate thumbnail , the color name will appear after a few seconds. When I try to trace my order it says "Origin Post Is Preparing Shipment", what does this mean? Origin Post is a US-based company that operates in each state and prepares incoming shipments for dispatching to individuals. Thus your order is already in your region and will most likely be delivered within a few business days. More information on Origin Post is available here. Why Is The Amount Paid On My Invoice Different From The Amount On My Bank Statement? Happy Cow is located in Australia and thus prices are listed in Australian dollars. Currency conversion rates are given as estimates only. Paypal & Financial institutions may provide slightly different conversion rates to the ones listed. If payment is made via Credit card, you will receive a receipt for your payment (via email) in Australian dollars. Your credit card statement will reflect the actual amount you were charged in your home currency. When your order is processed, it is done so in Australian dollars in accordance with Australian law. We accept Mastercard, Visa Card, Paypal and Money Orders. All promotions are subject to the Happy Cow terms and conditions. Happy Cow reserves the right to withdraw offers without notice. All decisions/judgements by Happy Cow are final. Where Can I View My Order? To view your order, click on "My Account" and enter your username and password. Your recent orders will be displayed on the following page. If you have forgotten your password, please click on "Forgotten Password". If you purchased as a guest, please contact us if you have a query about your order. Can I Track My Order? Orders are only traceable once they arrive in the country of destination. Your tracking number can be found in the 'notice of dispatch' sent to you immediately after your purchase was sent. If you signed up for an account, you will also be able to locate your tracking details by logging into your account. Please allow at least a few business days after placing your order for it to become traceable. Australian Customers: Click here to track your order. United Kingdom Customers: Click here to track your order. United States customers: Click here to track your order. All Express Shipping customers: Click here to track your order. Customers from all other locations: Check with your domestic postal service as to how to track inbound international parcels. Why Doesn't My Tracking Number Work? Tracking is only available once your item leaves Australia. Thus please be patient and wait at least 3 business days after you have received your notice of dispatch, for your purchase to be trackable. If your tracking number still does not work after this period please email: support@happycow.com.au Why Is My Payment Continuously Rejected? Occasionally customers are notified of a declined order. This can occur for a number of reasons including; international payment restrictions put in place by your bank/credit card provider in order to avoid fraud, iInsufficient funds or incorrect credit card details, debit card rejection by the Happy Cow payment gateway. If your payment is declined please follow the steps listed blow: 1. Try placing your order using Paypal (you can still pay with your credit card and no Paypal account is required. 2. Try using a different credit card (not a debit card). 3. Contact your bank/credit card provider to ensure international payments are not restricted. 4. Contact us at sales@happycow.com.au and we will arrange an alternative payment method for you. Why Haven't I Received Any Emails From You Guys Since Placing My Order? Happy Cow will email you an order confirmation immediately after you place your order and then email you again (with your tracking number) when your order is sent. Please check your junk mail folder if the emails do not appear in your inbox. We recommend adding 'sales@happycow.com.au' to your address book to ensure all correspondence is received. If you still cannot find any order confirmation from us you will receive a dispatch confirmation within 1 - 2 business days of your order being placed. If your purchase was successful you would have received an email from PayPal or from Eway (our merchant gateway). A common reason why emails are not received is because the customer entered an incorrect email address at the time of checkout. Do You Offer Repairs? The most economical way to have minor repairs made to your Happy Cows is to take them to a local seamstress or leather repairer. The cost of restitching or reattaching a press-stud is usually less than $15. We recommend getting repair done as soon as possible to avoid further damage. How Do I Ask A Question That Is Not Listed? If you cannot find the answer to your question here, please contact us at sales@happycow.com.au or call us on +61 3 9016 9442. Will I Receive The Exact Item Pictured? Happy Cow uses off-cut leather from furniture manufacturers. Thus each item is unique and it is unlikely you will receive the exact color pictured. Celebrate the fact that you will own a unique, handmade item! Where Can I View The Terms And Conditions Of Purchase? Terms and Conditions can be viewed here. Is There A Happy Cow Stockists Near Me? You can see our current list of stockists here. You can either search by double clicking on your location on the world map or by selecting a store from the list of stockists in the left column. Does Happy Cow Offer Wholesale Prices? Yes we do and the wholesale order form (and pricelist) can be submitted online. Minimum order for wholesale prices is 12 items. If you are interested, please visit our wholesale information page. How Do I Know If The Belt Will Fit Me? All Happy Cow belts come in either one-size-fits-all or in two sizes (Small/Medium and Medium/Large). If the item comes in only one size, the size will be provided in inches and centimeters on the 'additional information' tab below the product photo thumbnails. If the item comes in two sizes, the exact sizes will be listed in the 'size' drop down box above or below the 'color' drop down box on the product page in question. If your size is somewhere in between the two sizes, it may be better to purchase the Small/Medium as the belts will stretch slightly after a few wears (from the weight of carrying your valuables). If your size is somewhere in between the two sizes, it may be better to purchase the Small/Medium as the belts will stretch slightly after a few wears (from the weight of carrying your valuables). How Does The Refer A Friend Program Work? You log into your Happy Cow Account and click on the 'refer a friend' tab. You then click on 'invite friends' and send referrals to anyone who would be interested in Happy Cow. Your friend then clicks the URL which is automatically inserted in the email and the URL uses a cookie to assign the $5 discount to your account when the friend makes a purchase. In order for the referral to be provided your friend must come to the website using the link in the email, otherwise there is nothing to connect your referral to their purchase. We do not limit how many referral discounts you can get. If you refer 100 new customers, we will give you a credit for $500 to be spent on the website whenever and however you choose! You can track which friends have signed up at Happy Cow and how many items have been purchased under the 'refer a friend' tab when logged into your account. How Can I Leave Feedback/Testimonial? Your feedback is important to us and it is much appreciated! We strive to constantly improve but it is difficult without feedback from customers/users. To leave your feedback please fill out our customer survey. If you would like to have a testimonial added to our testimonails page, please email it to support@happycow.com.au